> ## Documentation Index
> Fetch the complete documentation index at: https://support.lena.africa/llms.txt
> Use this file to discover all available pages before exploring further.

# Contact Support

> How to reach the Lena support team, what information to include, and tips for faster resolution.

If you've checked the [Troubleshooting](/general/troubleshooting) page and still
need help, the Lena support team is here for you.

***

## How to reach us

<Card title="Email Support" icon="envelope" href="mailto:support@lena.africa">
  **[support@lena.africa](mailto:support@lena.africa)** — Send us a detailed description of your issue and
  we'll get back to you.
</Card>

***

## What to include in your message

The more information you provide, the faster we can help. Include the following
in your support email:

1. **Identify yourself** — Include your **name**, **email address** (the one you
   use to log in), your **school name**, and your **role** (Student, Teacher, or
   School Admin).
2. **Describe the problem** — State which **app** you're using (Student,
   Teacher, School Admin, or CBT), give a clear description of **what
   happened**, and explain what you **expected** to happen instead.
3. **Help us reproduce it** — List the **steps you took** before the issue
   occurred, note **when** it happened (date and approximate time), and attach
   **screenshots** or a short screen recording showing the issue.

***

## Email template

Copy and paste this template into your email to make sure you cover everything:

```
To: support@lena.africa
Subject: [App Name] Brief description of the issue

Name:
Email (login):
School:
Role: Student / Teacher / School Admin

App: Student / Teacher / School Admin / CBT
URL (if applicable):

What happened:


Steps to reproduce:
1.
2.
3.

What I expected:

When it happened (date + time):

Screenshots attached: Yes / No
```

***

## Issue severity

To help us prioritize, here's how we classify issues:

| Severity   | Description                               | Examples                                                                         |
| ---------- | ----------------------------------------- | -------------------------------------------------------------------------------- |
| **High**   | Users are blocked from critical functions | Can't log in, can't start a CBT exam, can't submit an assignment before deadline |
| **Medium** | Feature is broken but a workaround exists | Upload fails on one file type, grade not displaying correctly                    |
| **Low**    | Minor inconvenience, no workflow blocked  | UI alignment issue, typo in the app, slow loading                                |

<Tip>
  For high-severity issues (especially during CBT exams), include "URGENT" in
  your email subject line so we can prioritize it.
</Tip>

***

## Response times

We aim to respond to all support emails within **1–2 business days**.
High-severity issues (especially those marked "URGENT") are prioritized and may
receive a faster response.

***

## Tips for faster resolution

* **Be specific** — "The app isn't working" is harder to diagnose than "When I
  tap Submit on the assignment page, nothing happens and the button stays greyed
  out"
* **Include screenshots** — A picture is worth a thousand words. Screen
  recordings are even better
* **Check troubleshooting first** — Many common issues have quick fixes in our
  [Troubleshooting guide](/general/troubleshooting)
* **One issue per email** — If you have multiple problems, send separate emails
  so each can be tracked independently

***

## Not a bug?

If you have a feature request or suggestion rather than a problem, visit the
[Feedback & Suggestions](/general/feedback) page.

***

## Related guides

* [Troubleshooting](/general/troubleshooting) — common issues with quick
  solutions
* [Feedback & Suggestions](/general/feedback) — share ideas for improving Lena
* [CBT Troubleshooting](/cbt/troubleshooting) — CBT-specific issues